LOFT Reviews 101

I have been on hold all day today with the chat (which says it's the "fastest option"). I returned a dress on July 12; it was delivered on July 17. I have yet to receive a refund. Their website says they are experiencing higher than normal call volumes. Sure, but then you need more customer service. My current wait time (after several hours this morning) is over two hours.

I ordered 4 things on July 20. Promised date was on or before July 30th. I have received 3 of the for items. The last item has not shipped yet so I called to see if it could be canceled and was told no. I will be out of town after the 30th and the lady I spoke with said it will be delivered on the promised date of Aug 3 yet the promised date in the confirmation email states on or before July 30.

Placed an order online weeks ago. 3 out of 4 items still say "pending shipment" and that they are "processing" the order. I cannot reach anyone through chat, text or phone. At this point I just want confirmation they will cancel the order, but I can't get a response from them.

I have two orders pending, 1 ordered July 9 the other July 11. I've had two items canceled from the orders and I don't have 95 minutes to wait in their hold chat line. Maybe if they stopped sending so many emails about SALES and hired people to ship items - they might have higher ratings

Placed an order on 7/12 and not shipped yet it's 7/21. I needed the clothes for a work conference, they won't arrive by then, so everything will be returned. Unbelievable!

Placed an order on 7/9 early in the morning, it's now 7/22 and there's no indication it's even shipped. Customer service chat had like 118 people waiting in the queue when I checked and the wait time on the phone was forever to get a callback. Lady on the phone was useless and told me exactly the same thing I can see myself so that was a waste of time. Loft often cancels a lot for the stuff I buy even though it still shows in stock when it's cancelled.... you'll also lose any coupons or rewards you used to purchase those items too! You'll have to beg customer service to give you those rewards back as well. It's a very frustrating place to buy from. I've never had any experience like this with a single other retailer and I'm mostly an online shopper, rarely go into stores. Shop elsewhere!

I ordered 6 items on the Loft.com website, none of which said they were on back order or sold out. I have an event this weekend so I paid for expedited shipping. The day AFTER it was said to arrive, I received an email that said it was scheduled to arrive the day before or earlier. I checked the status which then said "PROCESSING." I used the chat feature to see what the actual status was. After waiting in a cue for 45 minutes, someone finally responded. It took several minutes in between each response and was told that all six items were on back order and he guessed he could cancel the order and refund my order. I ended that chat and then called. I opted to use the text function and they sent an initial text, I submitted my question, and no one ever returned 26 minutes later. I called and have been on the line waiting for more than 15 minutes so far. Either they do not have enough reps or there are THAT many unhappy people. This is the worst customer experience I have ever had.

Loft isn’t the store that it used to be, at least w their online experience. It’s been almost a week since I placed my order and it still hasn’t shipped! Tried to contact them, and what a total disaster! Chat would have put me in que at 69, approx 18 hours! Tried to text, and after what’s been almost 48 hours and no response! Called a local store but they can’t see or do anything w an online order unless it’s being shipped to the store. Called customer service, waited on hold awhile before giving up and requesting a call back. Hours later, agent from God knows where calls back and is completely worthless! She says my items aren’t available, but will ship soon??? I don’t even begin to know what the hell that means! I can say though that I have always liked the Loft but after this experience, NO THANK YOU!!

Loft has a history a cancelling items, without notice on their website. On my last order, I ordered six items, and five were cancelled during the shipping process- even though the items remain in-stock on their website.

I have been shopping at loft for at least twenty years. During that time, their quality has diminished exponentially. A few years ago, I pretty much gave up on them. Last year, things seemed to get much better. I’ve gotten to where I check fabric content before I buy as that can make or break the quality of an item. My biggest complaint is their return policy. As a larger sized woman, I do 90% of my shopping on line, which is a hit and miss every time. When I place an order, it is a given that half of my order will need to be returned. Loft allows 30 days to do so. But here’s the catch; it’s not thirty days from the day you recieve your order. No. It’s thirty days from the day you place it!!!! My latest order is going to take two weeks to arrive!! That leaves me only sixteen days to make up my mind and do a return. There are zero refunds after thirty days, and even though they will allow a credit, they will not credit your card. They will only give you a merchandise credit. This means, of course, that you are paying interest on your card balance while you carry around a stupid merchandise credit in your wallet!!! What a lovely scam!!! I can deal with a thirty day return policy, but it needs to be from when you receive your merchandise!! Once when I complained to a manager, she told me that if it was a problem for me I should pay for expedited shipping!!! Again, a way to scam me for more money!!!! Thankfully this manager is gone from my store!!!!! Anyway, this policy needs to me amended!!

I placed an order with Loft. The website didn't allow me to put in promo code before finalized. I called customer service and the woman said everything was sold out in my size. So I received size mediums with the promo code applied. When I go online there are still size "smalls" available. I have tried to correct the issue with Loft multiple times with customer service. They put you on hold forever. They have the wrong department picking your phone call up. They can't connect you to the correct department. So you call back and are on hold again until someone picks up your phone call. After you think that you are getting somewhere with a customer service agent you are told that you have to call your bank to authorize the purchase. Then, the exchange process would have to start all over with a different service customer representative. Ridiculous. I stopped shopping with New York and Company. It sounds like Loft is in the same category. Very frustrating and sad.

Shipping time is very LONG, even after paying a hefty shipping & handling fee

Absolutely unacceptable experience – discriminatory and disorganized.

I placed an online order with Loft because they don’t carry plus sizes in-store — which is already incredibly disappointing and exclusionary. Moments after placing my order, I noticed that the shipping address was incorrect. I immediately contacted customer support via text, only to be told there was nothing they could do until the order shipped and I’d need to deal with UPS directly.

When the order finally shipped, I contacted UPS with the tracking number — only to find out that Loft, not UPS, is the only party that can make address changes. So I call Loft, and after waiting on hold for 30 minutes, I give up and try texting support again. Their response? Wait until the package is delivered to the wrong address and then we can talk about a refund.

I flagged this issue the moment the order was placed and made every attempt to correct it — and Loft did nothing to help. For a company that already makes it difficult for plus-size shoppers to find clothing, this level of customer service is insulting. You’re telling me that a mistake caught within minutes can’t be fixed, and my only recourse is to let it be delivered to the wrong address?

This entire experience was a nightmare. It’s unacceptable, unethical, and reeks of a company that doesn’t care about its customers — especially those already marginalized. Shop somewhere.

Tricky unobvious pricing, although there are some good items. Be careful.

I placed an order on May 4th (Sunday night). I immediately noticed it was using an old and incomplete billing address to ship to. I immediately sent an email to them asking them to change the shipping. No response. Monday morning I used their chat line after waiting for 32 minutes to get someone. The person on the chat said they would try to change it but that it would have to wait until a tracking number was assigned. What?? Tuesday comes and I notice it still isn't changed, so I contact the chat and asked why it isn't changed especially since it is still processing. Mind you, the order is still processing. On Friday, Friday! One item gets a tracking number, so I contact their chat again only to be told they will try to change it. This person suggests I contact USPS to get it changed. That costs money! I am not paying USPS to reroute multiple packages. Amazon can change the same day!! I got nowhere with the person on the chat, so I called their 800 number and waited. I had been dealing with this for an hour at this point just on Friday!! I get through, finally, and am told they will try once it gets to USPS. One item out of my order has shipped! The rest are still processing! They haven't changed the address at all! This morning (Monday), I get notified that the one item will be delivered tomorrow (Tuesday) TO THE WRONG ADDRESS!!! The other items still haven't shipped. One of the items is a dress I was supposed to be wearing to my daughter's graduation this Sunday. The person with the very heavy foreign accent told me that I would just have to wait until after everything shipped and was returned to Loft before I could initiate a return and re-order!! So, because I didn't notice the wrong shipping address until after the order was placed (I was too distracted having to fix the old credit card they had listed as my primary card), I will not get the items I ordered. Yes, eventually I will get a refund, but waiting weeks to get three shirts and a dress is ridiculous!

I love the clothes and service. Every team member at the different store are nice and helpful. Every time a go there for one item I ended up buying a lot but I loved their clothes 😄 When I ordered online and needed to exchange size or return, the process goes well.

Ordered almost $200 worth of stuff around January. One of the items was defective and fell apart immediately after putting it on. I contacted customer service and they promised a full refund if I sent the item back. I sent it back and It’s now April and this is STILL not resolved. Their communication is a mess and unorganized they keep going in circles with me and no one will give me a straight answer.

I keep getting passed along to new reps who can’t read my issue communication history and keep telling me I’m beyond the return date. Then I repeat the issue over and hey say “oh okay great! Just return the item and if it’s defective we’ll refund you!” Rinse and repeat about 4-5 times now and I still don’t have my money back but they got their clothing back. I had to make a fraud claim with my bank.

Ordered a pair of shoelaces in February, got an order confirmation email but never received my order. Never got a despatch email or anything. I emailed them and also submitted their contact form on their website and haven't heard anything back. So I've paid and then they completely ghosted me, absolute scammers. I'll have to go through my bank for a charge back.

After following a link from an LTK store of an influencer online, for a jacket I’ve seen the price listed on the item on sale looks great, but after adding it to my cart the price goes back to regular price and is more than double…. I guess there’s no such thing as a “sale” price. I’m not sure if they think you won’t notice before you checkout….. questionable and not trust worthy. I’ll keep looking elsewhere

Do not ever give your email to loft. There is no unsubscribe. I think this illegal and I am going to contact the better business bureau